Mr Bet Casino - Player's struggling to withdraw his winnings.

Since January 2023 I have been trying to withdraw the money I have in the account and it is always impossible for me or for the total amount that they do not let me withdraw and only allow me to withdraw half and then they communicate that they claim that the documents are not valid, when all the proofs I sent are reliable . I await a response from you.

Dear Hugovas85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to withdraw your winnings due to incomplete verification? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good afternoon, I have already sent several documents, such as a bank statement, salary receipts, letters from insurance companies and even an address certificate. One of these times the account confirmation was successfully approved and after 2 days I was denied again. The last document was sent on 04/04/2023 a bank letter with my address

Thank you very much for your reply, Hugovas85. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Hugovas85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Hugovas85, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello...

I look forward to solving this problem.

Thanks

Hello Hugovas85,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Mr Bet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Dear Hugovas85,

Unfortunately, we were unable to approve your verification request due to the absence of a complete address on the document issued by the customs administration.

In order to proceed with your verification, we kindly request that you provide an alternative document that serves as proof of address. This document should contain your complete address of registration. It could be a utility bill, a bank statement, or any official document issued by a government authority that clearly displays your full address.

Dear Hugovas85,

Can you please follow the casino's instructions stated above?

Please let me know once you do so. Thank you.

Kind regards,

Tomas

Dear Hugovas85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning

The last document I sent to Mr.bet was sent by mail, where I was told it has to be sent to the casino. The problem is that now I can't even enter the casino page.

How do I resolve the issue?

Thanks

Dear Mr Bet Casino,

Can you please provide the player with an email address to which he should send the document?

Thank you.

Kind regards,

Tomas

Dear Tomas,

Hugovas85's account was completely verified 2023-05-26. There is no need to upload further documents.

Thank you for your assistance in this matter!

Good afternoon

The account was successfully verified but my €1200 was withdrawn

Thank you for checking this and for returning the 1200€ to be able to withdraw

Dear Hugovas85,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

We’ve reopened this complaint at the request of Hugovas85, as it seems the problem has not been solved.

The player claims that even though his account had been verified, the funds disappeared.

Dear Mr Bet Casino,

Can you please explain what happened?

Thank you.

Kind regards,

Tomas

Dear Tomas,

Hugovas85's withdrawal requests have been sent to the inner payment provider for processing, that's why the funds are no more visible on the balance.

Since 2023-05-26 the withdrawal request are being processed on the provider's side. We kindly ask you to wait till the final status of the transactions.

Dear Mr Bet Casino, thank you for the information.

Hugovas85, please update us once you have received the payment. Thank you.

Kind regards,

Tomas

Good morning

Sir Tomás I will definitely do it

Thanks

Dear Hugovas85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning

I have not yet received any response or deposit from Mr bet casino

Good afternoon

Once again I received an email from the Mr bet casino informing that the withdrawal of my money failed

Dear Mr Bet Casino, 

Can you please explain why the player's withdrawal failed?

Thank you.

Kind regards,

Tomas

Dear Tomas and Hugovas85,

Thank you for making us aware about the issue! We created a request to our appropriate department to check the status of two transactions that are still indicated as "in process" in our records.

As soon we receive an answer, we will let you know.

Dear Mr Bet Casino, thank you for providing the information.

Please update us once there is progress with the payment.

Kind regards,

Tomas

Dear Tomas,

Transactions are being canceled due to technical reasons, and the user's card has certain restrictions. We have requested the user to contact their bank for assistance. We have reached out to the user, and as a result, they have successfully reattempted two transactions for amounts of 400 and 100 BRL respectively. The transactions are now pending because the user needs to upload additional documents to pass verification. In his case, it's proof of payment.

Dear Mr Bet Casino, thank you for the update.

Hugovas85, can you please confirm once you provide the casino with the requested document?

Thank you.

Kind regards,

Tomas

Dear Hugovas85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon

Mr Tomás once again the verification of the payment method was denied, I sent what I was asked

Dear Mr Bet Casino,

Can you please explain why proof of the payment method provided by the player has been denied?

Thank you.

Kind regards,

Tomas

once again came rejected

Dear Hugovas85,

We have received a comment from the appropriate department regarding your verification process. To complete the verification, we kindly ask you to upload the Astropay One Touch payment method document as requested.

Please ensure that you upload the correct document for the Astropay One Touch payment method, as it seems that you previously uploaded the account data for a different payment method, which resulted in the rejection.

I sent these documents

Good morning

Once again

Dear Mr Bet Casino,

Can you please be more specific about why the player's documents have been rejected again? What exactly causes the problems with accepting the above proofs of payment method?

Thank you.

Kind regards,

Tomas

Dear Hugovas85,

To complete the verification, we kindly ask you to upload the Astropay One Touch payment method document with all the account information on one page. 

Dear Hugovas85,

Can you please advise if it's possible to extract a document from AstroPay that contains your full account details on one page? For example, transactions statement or so.

Kind regards,

Tomas

Do these give?

Dear Hugovas85,

These are again screenshots. As per the casino's request, you need to upload a single document that contains all the information on one page. Please try again.

Kind regards,

Tomas

Good morning

Could you clarify for me what the document is exactly?

Thanks

As I'm not much familiar with Astropay, I recommend you write to their support and ask them to provide you with a document confirming ownership of your account.

Please let me know about the outcome.

Kind regards,

Tomas

Good morning

I asked astropay for the document and got this answer

Thanks

Dear Mr Bet Casino,

When it's now clear that the player has no option to put all the requested information in a single document on one page, can you please advise how the player should verify his payment method?

Thank you.

Kind regards,

Tomas

Dear Tomas,

We can offer Hugovas85 to open the Astropay account via browser in desktop version or computer/laptop to have all the needed information displayed on one screenshot.

Here is the manual on how to access desktop version of Chrome browser:

Launch the Chrome web browser on Android. Tap on the 3 vertical dots for the menu. The desktop site can be enabled by selecting the checkbox.

Dear Hugovas85,

Could you kindly follow the instructions provided by the casino and send them the screenshot they have requested?

Thank you.

Kind regards,

Tomas

Good morning

I just followed the instructions from the casino

I am going to send

Thanks

Dear Mr Bet Casino,

Could you please confirm if the screenshot provided by the player meets your requirements?

Thank you.

Kind regards,

Tomas

Dear Tomas,

We announce that the Player's account has been completely verified since 2023-07-27. There is no need to upload additional documents.

Dear Hugovas85,

Can we now consider the matter resolved? Thank you.

Kind regards,

Tomas

Good afternoon

After the casino supposedly sent the money to astropay the account was blocked and this appears

In short, I ran out of money anyway.

Thanks

Dear Hugovas85,

I'm sorry about what has happened to you. However, we have decided to close the complaint as resolved since the casino has executed all procedures correctly.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas